ComplaintsforNelson Honda

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sir, Our 2014 Accord Hybrid that has been in the Honda dealership shop in ************, **. for repairs since May 18, 2022. The last we heard is a list of things that are not wrong with the car. But nothing about what is wrong or how it can be fixed. Two weeks ago a Honda Technician was supposed to come and find the problem. We have yet to hear anything. we have talked to the head of the maintanance dept and to Honda at Americahonda. my phone no is *** *** ****

  

  Business response

  10/21/2022

  The new Honda technician that we recently hired took over this repair from the previous technician who is no longer with us. After running his diagnostics he repaired the issue.  Mr. ***** came by and picked up the vehicle following the repair. He has driven it and the problem has been fixed. We apologize for the delay getting you back on the road and ask that you reach back out if you have any issues moving forward. We will work diligently to take care of you. Respectfully,'**** ******Customer Care Manager 

  Customer response

  10/21/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 1994 Toyota Camry 03/30/2020 and fully understood it was as is. It lasted one year to the da I purchased it. The transmission went out on a trip, coming back from ******* ********, from visiting my mother in rehab. I had it towed from I81, around MM 89 back to ***** ******** that same night. I had ****** **** **** and Auto tow it to Nelson Honda in ********, where my son **** **** was working, to get it worked on. At the time Nelson Salvage yhad a transmission that would fit it. When that transmission was installed it only worked in reverse. **** then got *** to get another transmission and that one had some wires cut and needed to be fixed. Again waiting,for that one to be fixed by ***. Then **** was transferred to Nelson Honda to Nelson Ford I asked for my car to be moved to Ford so he can keep an eye on it and hopefully it would get worked on sooner than ******* (which had it a year and half). Honda had lost the key and in the search one of Nelson’s employees had went to my car and left the door opened and ran my new battery dead. I gave them the only other key we had and ****** said it would be on them to have a new key made. I had contacted *** several times, at Honda and Ford, to please get that transmission fixed because we had one vehicle and I had doctor appointments to go to and grandchildren to care for and needed the second vehicle. Now my car has been at Ford for months and **** had lost his job and the truth has came out. I have heard every story and excuse under the sun and wondered if this is the way Nelson treats all of its customers. *****/****** said that customers come before family and my car was on the back burner. *** took his time on working on the only other transmission they had. Now that my car is ready to be worked on and the transmission is their at Ford it is “We have to find a tech to work on it”, and “We have a tech now we have to wait for a bay to pull it into.

  

  Business response

  05/02/2022

  I apologize for the unfortunate circumstances regarding your 1994 Toyota Camry. I would like to provide a more accurate timeline so that the dates coincide with the repair orders. You did purchase the Camry as is on March 30th of 2020. The vehicle was towed into our Honda location, where your son **** was working at the time, on September22 of 2021. (Approximately a year and a half after purchase) We installed a transmission that was acquired from our salvage yard that was found to be faulty, so you were not charged. We requested that *** get a replacement transmission which he did. The transmission that was acquired on January 30th of 2022 was damaged so we never installed it.  At this point the car was moved to our Ford location where **** had been transferred to so that the work could be done where he was working. A different transmission was finally acquired and brought to the Ford store for repair where work started on April 14th. We have replaced the transmission but in the process discovered some other repairs that had to be completed for the vehicle to pass inspection which was due. I have included a copy of th repair order for your review. Even though **** is no longer an employee here we honored the employee discount for service work. The total cost for the completed work comes out to $1,222.01 after doing the additional work required for the vehicle to pass inspection. This price does not include a battery which is still needed but has yet to be approved by Ms. ****. As everyone knows it is a challenge to get auto parts. Finding a working transmission for a her vehicle turned out to be much more difficult than we anticipated. We are honoring the employee discount which is what was discussed even though it is above $1,000. The price includes work that was not discussed when that price was discussed. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a new 22 Honda Civic on March 12, 2022. Saved for over 2 years for a sizable down-payment. The final cost included an extra $2,000 for “market issues” (due to a severe lack of available cars). First contacted Honda Corp to make a complaint due to damage I realized a few days after sale. They finally denied a month later, offering absolutely no help. I recommend buying a Nissan: Nissan Corporation is excellent. Nelson Honda has also offered no resolution.  After posting the car damage issue on Facebook, I received a quick reply that Nelson Honda had indeed let damaged goods off the dealership before. A few hours after my post, Mr. and Mrs. ****** replied that she also had a similar issue with Nelson Honda. She bought a new car. The next day, she also found a substantial dent on the vehicle that they did not see that night before!  One of the biggest red flags from the Nelson Honda experience is the financial rep who stated how stressful his job often is. During the contract signing explained what the “arbitration clause” meant: that I “could not sue Nelson Honda.” I wondered why would a dealership would include this into the contract unless they had been sued repeatedly before (for valid reasons). Or if they knew they were now pushing out damaged goods, desperate to make any sale. Finally, I received 2 estimates from 2 body shops: the (impartial) one, when asked to find the damage as a customer would, a foot away, looking straight on, he COULD NOT FIND IT, even as he went around the car, until I instructed him to look at an angle on the side of the damage. Then he was amazed at the amount of damage a car with only 50 miles had. Proof that a customer would not see what was seen a few days after the sale. I contend damage was pre-sale, during transit as the impartial estimator strongly feels it is. This car will be a constant reminder of how I was duped into buying a damaged car. I do NOT recommend the Nelson Group. Buyer BEWARE. 

  

  Business response

  04/25/2022

  You and your adult daughter purchased a new Honda Civic at our dealership. You both test drove the car twice before making the purchase and had it for two days before even noticing that there was an issue. You gave us a 1 star Google Review that included pictures of the damage which appears to be substantial. As soon as I responded to your review you immediately removed it. I can assure you that Honda would never ship a vehicle with the damage you show and we would never put it in the lot like that to be sold. These vehicles are inspected thoroughly at the factory before shipment and then go through a detailed inspection once arriving at our dealership. This takes place before they ever make it to the lot.You filed a complaint with Honda Motor Company concerning the damage to your car. This complaint was rejected. You have also gone by a local automated car wash and made a complaint about the damage that that occurred to the vehicle . Now you are filing a better business bureau complaint against us because we are not willing to buy this car back. I do not know what happened to your Civic but I can promise you that we did not sell it in the condition that you are showing. I have attached the images that were in your original ****** ******. I have a hard time understanding how a person can test drive a vehicle twice, drive it off the lot and have it in possession for two days without noticing damage to the drivers side.  This is unfortunate but we will not accept responsibility for an issue that we had nothing to do with.Below is a text sent from Ms ********** where she discussed the transaction. Hello ****** and Nelson Honda,This is ****** ********** for ****** *******. We have been doing research on our 2022 Honda Civic issues. I now firmly believe the dents have nothing to do with a car wash.“That definitely looks like a manufacturing defect which caused the sheet metal to deform. Notice how the ripples and dips are evenly spaced out, and the paint has cracked/peeled along the edge where doors shut.”I have also been advised that even if we try to fix this sort of defect, it most likely will return as the root cause most likely won’t be attended to.So, no, we will not be sending a 3 day old car with a defect when we bought it to your body department. I have advised ****** to stop driving this car. Please send this text to your manager and owner and we will now have corporate be our go between.For the record, we are not upset with Nelson Honda. You have been very kind. To be honest, I doubt anyone at Nelson saw these dents! You can not see them looking head on. We believe the blame lies with the manufacturer. Perhaps in their rush to get these few cars out, they are overlooking the most important concern: quality control.We have contacted Honda Corporate and are waiting for a reply. Thank you for being so considerate and patient with us. ****** is very sad about the situation. Her first investment!Sincerely,****** and ******Respectfully,**** ******Customer Care ManagerNelson Automotive

  Customer response

  04/25/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ****** *******I do not agree with Nelson Auto response. Why no answers to all of me questions sent? Please see below. And YES, you have let a damaged vehicle off of the Nelson Honda dealership. Please review the complaint by ******* ****** just a few years ago. Bought a new 22 Honda Civic on March 12, 2022. Saved for over 2 years for a sizable down-payment. The final cost included an extra $2,000 for “market issues” (severe lack of available cars). First contacted Honda Corp to make a complaint due to damage I realized a few days after sale. They finally denied a month later, offering absolutely no help. Nelson Honda has also offered no resolution. After posting the car damage issue on Facebook, I received a confirmation that Nelson Honda had indeed let damaged goods off the dealership before. A few hours after my post, a close friend replied that she also had a similar issue with Nelson Honda. She bought a new car. The next day, she also found a substantial dent on the vehicle that they did not see that night before! One of the biggest red flags from the Nelson Honda experience is the financial rep who stated how stressful his job often is. During the contract signing explained what the “arbitration clause” meant that I “could not sue Nelson Honda.” I wondered why would a dealership would include this into the contract unless they had been sued repeatedly before (for valid reasons) or if they knew they were pushing out damaged goods, desperate to make any sale. I would like to know if Nelson Honda includes this arbitration clause in each contract and why? I received 2 estimates from 2 body shops: the (impartial) one, when asked to find the damage as a customer would, a foot away, looking straight on, he COULD NOT SEE IT, until I instructed him to look at an angle. Proof that a customer would not see what was seen a few days after the sale. I contend damage was pre-sale, during transit as the impartial estimator strongly feels it is. I want a refund or exact replacement and would consider Nelson covering the complete repair at an impartial Honda Certified body shop, so it will not cost me years of insurance issues, lower any resale value, and be a constant reminder of how I was duped into buying a damaged car. Regrets!Questions which need answers:The sales people at Nelson Honda said that the damage would be under a comprehensive insurance coverage and would be less of a deductible. I have been told by my insurance agent, ***** ***** ******, it is totally a collision issue, even though it is not because of any fault due to me. Another $500! Add a Car Fax report and resale value loss.*** at Nelson Collision said there are two other Honda Certified, Pro-Form body shops in the area: ************ ********* *** *********. Called them and both said they are NOT Honda Certified. I was told by the Honda Corporation “Customer Service that the repair had to be done by a Pro Form, Honda Certified body shop. Why did the Nelson Collision estimator say the two body shops he referenced were? More importantly, why can’t Honda Collision provide the requested photos of similar damage with the same location with documentation, “caused by the ******* **** ******* *** ****” to prove his hearsay? Otherwise, I don't believe his stance.Why couldn’t the impartial body shop estimator (with decades of experience) not be able see the damage just like I couldn’t, until I instructed him to look at it at an odd angle? And then he was amazed at the amount of damage. The average customer cannot detect this damage! Neither could the seasoned body shop estimator. It was damaged pre-sale!Why was I told that damaged vehicles are never sold off the lot and yet after posting on Facebook that it happened to me, a close friend (******* ******) quickly confirmed (within a few hours) it happened to her, too.Why did Nelson Honda not take any photos of this car for their website or for documentation? And why did the dealership not take a photo of the buyer with her FIRST new car like they do usually? They did not document to protect themselves or the customer. Oversight or on purpose? Suspect.Why does Nelson Honda require the buyer to sign a will not sue clause? That alarmed me. Seems like there have been many previous issues with this dealership, as proven by my friend’s, the ******’s damaged car, driven off the lot after the sale and others. Also, is there no recourse from bad mechanical and body shop repairs now? Do all other car dealerships require this arbitration clause, or just the underhanded ones? Big red flag.Bottom line, we do NOT believe the damage was done at the car wash. My mother and the ***** of Martinsville use it 4 times a month! We do believe the damage was there pre-sale. Does Nelson Honda have any proof otherwise? Need answers to all questions. Thank you.

  

  Business response

  05/03/2022

  I have included the four pictures of the vehicle that ****** purchased that were taken for the pre-delivery inspection. I have also included the picture of the PDI that shows where we had colors on parade fix the small scratch pictured next to her thumbnail. If we picked that up during the PDI there is no question that we would have caught the damage she is showing in the pictures that she provided. The last attachment is the arbitration clause that can be found on the Virginia Buyers Order for your review. Please let me know if you need anything else from me to prove that we did not sell the vehicle in the condition that she is claiming. Feel free to call me with any questions that you may have. In looking at her response she again brings up points that raise question. I will make points below to explain my thoughts. 1) She was well aware of the $2,000 addendum that we had on the vehicle the day before making the purchase. We have the selling prices on our website and explain that to all customers.  2) When *** explains that we have sold damaged vehicles in the past she explains that " Her Close Friend" had purchased a damaged vehicle from Nelson Honda before.  3) She explains that we are desperate to sell cars. We are unable to keep new vehicles in stock as evidenced by the vehicle that her daughter purchased being sold within a few days of arrival. If she didn't want to buy it we would easily be able to sell it to another consumer based on the simple economics principal of supply and demand.  Thanks,              **** ******       

  Customer response

  05/04/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ****** *******Reply to Nelson Automotive May 4, 2022 Statements and (partial) responses from Nelson Automotive Customer Service Rep in lower case. REPLIES IN ALL CAPS ARE FROM THE CUSTOMER (NOT ANGRY, JUST TRYING TO SHOW DIFFERENCE IN WHO IS SAYING WHAT).I have included the four pictures of the vehicle that ****** purchased that were taken for the pre-delivery inspection. I have also included the picture of the PDI that shows where we had colors on parade fix the small scratch pictured next to her thumbnail. If we picked that up during the PDI there is no question that we would have caught the damage she is showing in the pictures that she provided. The last attachment is the arbitration clause that can be found on the Virginia Buyers Order for your review. Please let me know if you need anything else from me to prove that we did not sell the vehicle in the condition that she is claiming. Feel free to call me with any questions that you may have.ONLY FOUR PHOTOS OF THIS VEHICLE PROVIDED? ABSOLUTELY NO PHOTO OF THE AREA WHICH WAS DAMAGED BY TRANSPORT ABOVE THE WINDOW, ON PASSENGER SIDE/BACK. NO PHOTOS TAKEN FOR WEBSITE? NO PHOTO TAKEN OF ****** WITH THE CAR AFTER PURCHASE LIKE IS USUALLY DONE TO POST ON FB. WHY? ALSO, IT IS NOTED THAT THERE (WAS) “MAINTENANCE DAMAGE NOTED IN TRANSIT” ON THE NELSON HONDA DOCUMENTATION. PROOF THERE WAS DAMAGE. I STILL CONTEND THE DAMAGE ELSEWHERE WAS PRE-SALE AND WAS EITHER NOT SEEN LIKE I COULDN’T INITIALLY VIEW OR OVERLOOKED IN A DESPARATE ATTEMPT TO MAKE A SALE. THIS DEALERSHIP HAS ABSOLUTELY NO DOCUMENTED PHOTO PROOF THAT THE DAMAGE WASN’T PRE-SALE.In looking at her response she again brings up points that raise question. I will make points below to explain my thoughts.1) She was well aware of the $2,000 addendum that we had on the vehicle the day before making the purchase. We have the selling prices on our website and explain that to all customers.YES, I WAS WELL AWARE OF THE ADDITIONAL $2,000, WHICH ONLY MAKES THE FACT THAT THE CAR WAS DAMAGED DURING TRANSIT EVEN MORE UPSETTING! SO, THE EXTRA $2,000, A $500 DEDUCTIBLE FOR ANY INSURANCE CLAIM, INCREASED INSURANCE FEES IN THE FUTURE, A CAR FAX REPORT, AND NOW A REDUCED PRICE IF I EVER WANT TO SELL THE CAR? THE MONEY BLEED IS NEVER ENDING THANKS TO THIS DEALERSHIP.2) When *** explains that we have sold damaged vehicles in the past she explains that " Her Close Friend" had purchased a damaged vehicle from Nelson Honda before. WHY REITERATE WHAT WAS SAID AND YET NOT ANSWER TO A PREVIOUS RECORD OF LETTING A CUSTOMER DRIVE OFF WITH A DAMAGED VEHICLE? IT IS FACT. ******* ****** ALSO BOUGHT A DAMAGED NEW VEHICLE FROM NELSON HONDA AND DROVE OFF THE LOT. COMFIRMED. YOU DID HAVE IT FIXED LIKE WE ARE NOW REQUESTING. DID YOU REVIEW YOUR RECORDS TO AGREE OR DENY THIS FACT? NEED DOCUMENTATION. PLEASE REPLY TO THIS.3) She explains that we are desperate to sell cars. We are unable to keep new vehicles in stock as evidenced by the vehicle that her daughter purchased being sold within a few days of arrival. If she didn't want to buy it we would easily be able to sell it to another consumer based on the simple economics principal of supply and demand.THERE WERE ONLY LIKE 3 OR 4 OTHER NEW CARS ON THE NELSON HONDA LOT WHEN I BOUGHT THIS DAMAGED CAR. OF COURSE, YOU AND OTHER CAR DEALERSHIPS ARE DESPERATE TO SELL CARS. THERE ARE SO FEW AVAILABLE TO SELL. I CERTAINLY DIDN’T WANT TO BUY A [DAMAGED] UNIT. I AM TRULY SORRY THAT THE NEW CAR DEALERSHIPS ARE SUFFERING RIGHT NOW. HOWEVER, THAT DOES NOT MEAN IT GIVES ANYONE LICENSE TO TAKE ADVANTAGE OF THE CONSUMER DURING TRYING TIMES.  WHERE ARE ALL OF THE REPLIES TO ALL OF THE TEN QUESTIONS I HAVE PREVIOUSLY SENT? NEED RESPONSES TO ALL TEN, PLEASE, NOT JUST ONES THE HONDA REP FEELS CONFORTABLE IN ANSWERING, AND OFTEN NOT TO ANYONE’S SATISFACTION. I SEE NO OFFER OF A RESOLUTION IN ANY OF THE NELSON RESPONSES. ONLY DENIALS AND NO REPLIES TO MOST OF MY QUESTIONS. WHERE IS THE CUSTOMER SERVICE? I AM VERY UNSATISFIED.Thanks,              **** ******          REPLY FROM THE CONSUMER, May 4, 2022:Again, the main point I am consistently making is the damage on this BRAND-NEW car was not immediately apparent. However, when I finally saw it, I could NOT unsee it. The fact that the impartial body shop estimator at ************ Collision with many years of experience could not initially see any damage also proves my point. The inspector, looking head on as a customer would, walked around the entire car, then was told to look on the driver’s side, then was told to look towards the top…and he STILL could NOT see it!  My steadfast stance that the damage was pre-sale is confirmed. The estimator was then placed at an angle to the damaged area and he was amazed at how much damage he then saw! Based on the position of the damage, he strongly feels it was done during transport of the vehicle from the production site to Nelson Honda. So, instead of the manufacturing theory initially offered by a Honda Forum member, and after talking to the body shop owner, I truly believe the transport damage is the correct stance. Regardless, my position is the same: the damage was done before the sale. And Nelson Honda took no photos of this vehicle to prove otherwise! In addition, the fact, that Nelson Honda has indeed let another damaged car off their lot before confirms that it has happened and certainly did happen again. ******* ****** also drove off with a damaged vehicle. It’s in Nelson Collision’s records, because they fixed it! Also, the fact that the car industry is in terrible shape, with very few automobiles even available to sell, illustrates just how desperate these dealerships must be to sell ANY car, damaged or not. That is shameful. My first new car. A terrible experience, ongoing. Why won’t the dealership make this right? Surely it would not cost them like it will cost me. Return customers are important and should be valued… Also, IF Nelson Collision could show multiple photos and written documentations of their Hondas which have been similarly damaged (location and severity of damage)by customers confirmed to have used the ******* **** Car Wash I would be very interested to see that proof. Otherwise, I just don’t believe it. I am much more likely to believe what the impartial body shop said, that he has heard a LOT of nightmare stories about the Nelson Auto Group. Please prove him wrong and fix this damage, which I contend was pre-sale. Just like my good friend’s similar experience, we both were sold damaged vehicles. Is this just a coincidence? If so, how cruel. Again, here are the questions which have still not been answered or confirmed:TEN questions which need answers: The sales people at Nelson Honda said that the damage would be under a comprehensive insurance coverage and would be less of a deductible. I have been told by my insurance agent, ***** ******, it is totally a collision issue, even though it is not because of any fault due to me. Another $500! Add a Car Fax report and resale value loss. 1. Why did the sales staff tell us this incorrect information? *** at Nelson Collision said there are two other Honda Certified, ProForm body shops in the area: ************ Collision and *********. Called them and both said they are NOT Honda Certified. I was told by the Honda Corporation “Customer Service that the repair had to be done by a Pro Form, Honda Certified body shop. When I contacted Honda Corporate Customer Service, they said I have to use a Honda Certified, ProForm body shop, or the warranty would not be valid.2. Why did the Nelson Collision estimator say the two body shops he referenced were Honda Certified when they were not? To cause me even more loss? 3. Why can’t Honda Collision provide the requested photos of similar damage on other Hondas with the same location with documentation, “caused by the ******* **** ******* car wash” to prove this hearsay?Otherwise, I don't believe ***** stance. 4. Why couldn’t the impartial body shop estimator (with decades of experience) not be able see the damage just like I couldn’t, until I instructed him to look at it at an odd angle? And then he was amazed at the amount of damage. The average customer cannot detect this damage! Neither could the seasoned body shop estimator. It was damaged pre-sale! 5. Why was I told that damaged vehicles are never sold off the lot and yet after posting on Facebook that it happened to me, a close friend (******* ******) quickly confirmed (within a few hours) it happened to her, too. Did you pull up this information? Why didn’t you answer this question? Only repeating what was said. That is no answer! 6. Why did Nelson Honda not take ANY photos of this car for their website or for documentation? 7. And why did the dealership not take a photo of the buyer with her FIRST new car like they do usually? They did not document to protect themselves or the customer. Oversight or on purpose? Suspect. Bottom line, the Nelson Honda dealership has absolutely no proof that this vehicle was not damaged, pre-sale. 8. Why does Nelson Honda require the buyer to sign a will not sue clause? That alarmed me immediately.Seems like there have been many previous issues with this dealership, as proven by my friend’s, the ******’s damaged car, driven off the lot after the sale and no doubt others. 9. Also, is there now no recourse from bad mechanical and body shop repairs ? 10. Do all other car dealerships require this arbitration clause, or just the underhanded ones? Big red flags. Sincerely, ****** ******* PS: We have never taken down any previous complaint. So, Mr. ******** previous comment is not valid.Please see the Facebook site for Nelson Honda and Google complaints.

  

  Business response

  05/06/2022

  During the PDI the technician does a detailed inspection of the entire vehicle to ensure no damage or defects exist. If any damage is discovered, we immediately contact Honda and show evidence to determine the best way to handle the situation. It is not common practice to take pictures during a PDI unless there is damage. We took pictures of the only issue found on the car which is a pin head sized area that needed to be touched up. We repaired this area prior to putting on the lot for sale. If we found a pin sized issue in the wheel well there is no doubt, we would have found the multiple dents that now exist on the driver’s side door rail. It went through a deep clean in our detail department. Both *** and ****** came in on Thursday March 11th, which was a bright, sunny day, and conducted a test drive with ****** ******. You both returned March the 12th and conducted a second test drive with ******* ****** before finally deciding to purchase the Civic. The vehicle was seen in great detail by 6 people prior to leaving Nelson Honda. I do not see how 6 people could have possibly missed the damage portrayed in the pictures that you provided. We will not take responsibility for damage to a vehicle that occurred after it left our lot.I will address you questions below.The sales people at Nelson Honda said that the damage would be under a comprehensive insurance coverage and would be less of a deductible. I have been told by my insurance agent, ***** ******, it is totally a collision issue, even though it is not because of any fault due to me. Another $500! Add a Car Fax report and resale value loss. 1. Why did the sales staff tell us this incorrect information?Response  There are numerous options with all insurance policies. They would have no way of knowing what your policy covered. They simply suggested you have the vehicle repaired under your insurance. 2.Why did the Nelson Collision estimator say the two body shops he referenced were Honda Certified when they were not? To cause me even more loss?Response *** provided the name of two other collision shops in the area as he was trying to help you. It isn’t a common practice to keep up with other companies certifications3.Why can’t Honda Collision provide the requested photos of similar damage on otherHondas with the same location with documentation, “caused by the ******* **** ******* *** ***** to prove this hearsay?Otherwise, I don't believe ***** stance.It is not our policy to share information on other people’s vehicles publicly. ****** ********* ****** and Nelson Honda are two separate businesses and ******* **** *** **** is a completely different company 4.Why couldn’t the impartial body shop estimator (with decades of experience) not beable see the damage just like I couldn’t, until I instructed him to look at it at an oddangle?And then he was amazed at the amount of damage. The average customer cannotdetect this damage! Neither could the seasoned body shop estimator. It was damaged pre-sale!ResponseThe Civic that was purchased did not leave Nelson Honda with the claimed damage. You test drove the vehicle twice under the guidance of two separate salespeople. You had the vehicle at home for a day and a half before even noticing any damage. The pictures provided show substantial damage that is easily and quickly recognizable . 5. Why was I told that damaged vehicles are never sold off the lot and yet after posting on Facebook that it happened to me, a close friend (******* ******) quickly confirmed (within a few hours) it happened to her, too. Did you pull up this information? Why didn’t you answer this question? Only repeating what was said. That is no answer!ResponseWhy hasn’t ******* come forward before now? We have no record of her ever purchasing a vehicle from us.6.Why did Nelson Honda not take ANY photos of this car for their website or fordocumentation?ResponseThis vehicle arrived at our store March 8th . We performed the pre-delivery inspection on March 9th.The vehicle was washed and put on the lot March 10th.You purchased the vehicle on March 12th.We use an outside company to take pictures for the internet. The company had not been by to get pictures before your purchase.7. And why did the dealership not take a photo of the buyer with her FIRST new car like they do usually? They did not document to protect themselves or the customer. Oversight or on purpose? Suspect. Bottom line, the Nelson Honda dealership has absolutely no proof that this vehicle was not damaged, pre-sale.ResponseOn March 12th when the vehicle was purchased we experienced bad weather. It was overcast and there was precipitation. When there is inclement weather, we rarely take pictures for facebook unless the customer requests.8. Why does Nelson Honda require the buyer to sign a will not sue clause? That alarmed me immediately.ResponseThe document you are describing is the Virginia Buyers Order. This is a document that all dealers must have signed as it is required by state law. This document is consistent across all dealerships operating in Virginia. 9.Also, is there now no recourse from bad mechanical and body shop repairs ?ResponseNelson Honda has no way to address this question. That would be up to the other shop.10. Do all other car dealerships require this arbitration clause, or just the underhanded ones? Big red flags.ResponseYes. This is on the Virginia Buyers Order that is standard across all car dealerships operating in Virginia. It is unfortunate the the new vehicle you purchased was damaged. We will not accept responsibility for damage that occurred after the vehicle left our lot

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April of 2021 I took my 2013 Honda Accord to Nelson Honda to have a transmission replaced. The work was done on 4/9/21 and I paid $2,300(est). After getting my vehicle, I noticed it would not pull after coming to a compete stop or even just waiting at a traffic light. The bottom of the car sounds like things are loose and the car makes a winding sound. I have called the manager **** ***** for months and she wouldn’t return any of my calls. She later called and left a message while I was at work but there was no luck getting her back.Well today, I called to express my concern and the manager **** ***** was extremely rude. She wouldn’t allow me to speak, she kept cutting me off and eventually hung up on me twice. I called asking for her manager and she denied it then preceded to hang up on me again. When I called requesting to speak to her manager the receptionist laughed and transferred me back to ****. They are not willing to work with me on a date/time when I can get my car looked at.

  

  Business response

  08/17/2021

  ********** called us in March to inquire about a price to have the transmission replaced on her 2013 Honda Accord. She had taken it to ***** ******* ***** ** ********* ******** where they had provided her with a diagnosis that the transmission was bad and needed to be replaced. We gave her a quote on a used transmission for the Accord. She decided to have the work done with us since our price was less expensive than the one provided by ***** ********Ms. *** brought the vehicle to us at the end of March, and we knew it would take some time to complete the work. To help her out we provided her with a loaner vehicle to drive while it was in the shop. The work was completed in early April and Ms. *** came and picked the vehicle on April 12th.The service manager did mention that she had received a call from Ms. *** and tried on numerous occasions to call her back. Each party called the other without being able to connect.Ms. *** was supposed to bring her Accord in to be diagnosed on Monday August 16th. She did not show up.  We will gladly run a full inspection of the vehicle and determine what the issue is causing the problems. As stated earlier we never diagnosed that the transmission needed to be replaced in the first place. We only performed the work that was ordered by Ms. *** after being diagnosed by ***** ******* ****** We did recommend to her that she needed to perform the 105,000-mile service when she picked up her vehicle. That service consists of replacing the timing belt, the tensioner, the drive belt, and the water pump. Until we do a diagnosis, we really don’t know what the issue may be. This may have nothing to do with the transmission at all. Hopefully she can bring it in and we can resolve this quickly.

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